[rt-users] Bug: Special Characters in Ticket Subject

[Nehmer Torben]

Hello,

we are running RT 3.8.7 (from Debian Packages) together with PostgreSQL 8.4.1 in a German environment.

Unfortunalety, we cannot create tickets from the Web Interface (both Quick Create an Full Create) when the subject contains one of our German Special Characters like "ö" and the Content is emtpy:

[cid:image001.png at 01CAA00F.F00EB610]

As soon as I add something into the content area, things work as expected. The same behavior can be observed in the regular Ticket screen.

The RT Log shows this, the text in curly Brackets {} are the translations of the error messages from Postgres into English. Note, that the F6 Character code "ö" in ISO-8859-1 and consorts, which is the single-byte encoding in use here when Unicode is not used.

[Thu Jan 28 10:49:24 2010] [warning]: DBD::Pg::st execute failed: FEHLER:  ungültige Byte-Sequenz für Kodierung »UTF8«: 0xf6f6f60a {ERROR: Invalid Byte-Sequence for Encoding "UTF-8"}
HINT:  Dieser Fehler kann auch auftreten, wenn die Bytesequenz nicht mit der Kodierung übereinstimmt, die der Server erwartet, welche durch »client_encoding« bestimmt wird. at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509. (/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509) {This error can also occur if the Byte-Sequence does not match with the encoding expected by the server, set through "client_encoding"}
[Thu Jan 28 10:49:24 2010] [warning]: RT::Handle=HASH(0x4cc00e8) couldn't execute the query 'INSERT INTO Attachments (ContentType, Parent, Subject, Headers, Creator, MessageId, Created, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?)' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 522
        DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x4cc00e8)', 'INSERT INTO Attachments (ContentType, Parent, Subject, Header...', 'text/plain', 0, 'Test <F6><F6><F6>', 'MIME-Version: 1.0\x{a}X-Mailer: MIME-tools 5.427 (Entity 5.427)\x{a}S...', 22, '', '2010-01-28 10:49:24', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 357
        DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0x4cc00e8)', 'Attachments', 'ContentType', 'text/plain', 'Parent', 0, 'Subject', 'Test <F6><F6><F6>', 'Headers', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm line 66
        DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0x4cc00e8)', 'Attachments', 'ContentType', 'text/plain', 'Parent', 0, 'Subject', 'Test <F6><F6><F6>', 'Headers', ...) called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 1293
        DBIx::SearchBuilder::Record::Create('RT::Attachment=HASH(0x2c16a10)', 'ContentType', 'text/plain', 'Parent', 0, 'Subject', 'Test
<F6><F6><F6>', 'Headers', 'MIME-Version: 1.0\x{a}X-Mailer: MIME-tools 5.427 (Entity 5.427)\x{a}S...', ...) called at /usr/share/request-tracker3.8/lib/RT/Record.pm line 289
        RT::Record::Create('RT::Attachment=HASH(0x2c16a10)', 'TransactionId', 188101, 'Parent', 0, 'ContentType', 'text/plain', 'Headers', 'MIME-Version: 1.0\x{a}X-Mailer: MIME-tools 5.427 (Entity 5.427)\x{a}S...', ...) called at /usr/share/request-tracker3.8/lib/RT/Attachment_Overlay.pm line 143
        RT::Attachment::Create('RT::Attachment=HASH(0x2c16a10)', 'TransactionId', 188101, 'Attachment', 'MIME::Entity=HASH(0x592b468)') called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 514
        RT::Transaction::_Attach('RT::Transaction=HASH(0x2c10e30)', 'MIME::Entity=HASH(0x592b468)') called at /usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm line 154
        RT::Transaction::Create('RT::Transaction=HASH(0x2c10e30)', 'ObjectId', 10150, 'ObjectType', 'RT::Ticket', 'TimeTaken', '', 'Type', 'Create', ...) called at /usr/share/request-tracker3.8/lib/RT/Record.pm line 1457
        RT::Record::_NewTransaction('RT::Ticket=HASH(0x5929540)', 'Type', 'Create', 'TimeTaken', '', 'MIMEObj', 'MIME::Entity=HASH(0x592b468)', 'CommitScrips', 1, ...) called at /usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm line 656
        RT::Ticket::Create('RT::Ticket=HASH(0x5929540)', 'TimeEstimated', '', 'Status', 'new', 'Queue', 'RequestTracker', 'AdminCc', '', ...) called at /usr/share/request-tracker3.8/lib/RT/Interface/Web.pm line 982
        HTML::Mason::Commands::CreateTicket('Attachments', undef, 'TimeEstimated', '', 'Status', 'new', 'new-DependsOn', '', 'Queue', ...) called at /usr/local/share/request-tracker3.8/html/Ticket/Display.html line 117
If you need any more information, please let me know.

Thanks in advance,
Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de<mailto:torben.nehmer at cancom.de>
www.cancom.de<http://www.cancom.de>
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Paul Holdschik, Christian Linder
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